Are you satisfied with the overall performance of the workshop.

TABLE – 19

S. No. Features No. of Respondents %

1. Delighted 4 4 2. Very satisfied 42 42 3. Satisfied 46 46 4. Somewhat dissatisfied 7 7 5. Very dissatisfied 1 1 100 100

Inference :

46% of the customers are satisfied with the overall performance of the workshop, 42% are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very dissatisfied.

60% 40%

Yes No

CHART – 19 4 42 46 7 1 0 5 10 15 20 25 30 35 40 45 50

Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied Satisfaction Level N o . o f R e s p o n d e n ts Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

FINDINGS

 34% of the customer previously not used any vehicle, 26% used some other vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota.

 29% of the customer opted Tata vehicel basing on the brand name, 23% basing on the model, 21% basing on the quality, 14% basing on other benefits and 13% basing on the price.

 45% of the customers are satisfied about the explanation about the benefits, features, etc., at the time of purchase, 27% are very satisfied, 12% very satisfied, 12% are somewhat dissatisfied, 4% are delighted and 12% had not responded to the above question.

 42% of the customers are satisfied by the reception of the sales personnel at the time of enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhat dissatisfied and 12% had not responded to the above question.

 50% of the customers are very satisfied by the reception of the service advisor, 30% are satisfied, 11% are delighted and 9% are somewhat dissatisfied.

 44% of the customers are very satisfied by the time taken to open job card, 25% are satisfied, 23% are delighted and 8% are somewhat dissatisfied.

 46% of he customers are satisfied by the attitude of the service personnel, 28% are very satisfied, 140% are somewhat dissatisfied, 11% are delighted and 1% very dissatisfied.

 51% of the customers are satisfied by the facilities of the service station, 30% are very satisfied, 11% are somewhat dissatisfied and 8% are delighted.

 73% of the customers say that they are being informed if any extra job is required to their vehicle. Where as 27% of the customers are not informed about the extra job required for their vehicle.

 85% of the customer’s say that the service is being attended correctly to relevant complaint. Where as 15% feel that the service is not attended correctly to relevant complaint.

 40% of the customers are very satisfied with the solutions to all the problems reported by them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are delighted and 4% are very dissatisfied.

 53% of the customers are very satisfied with the quality of washing, 27% are satisfied, 12% are delighted, 7% are somewhat dissatisfied and 1% is very dissatisfied.

 34% of the customers are satisfied with the delivery made from the service station, 33% are very satisfied. 19% are somewhat dissatisfied, 10% are delighted and 9% are very dissatisfied 41% of the customers are very satisfied with the explanation of job done and bill at the time of delivery, 37% are satisfied, 12% are somewhat dissatisfied and 10% are delighted.

 46% of the customers are satisfied with the general appearance of the workshop, 40% are very satisfied, 8% are delighted, 4% are somewhat dissatisfied and 2% are very dissatisfied.

 42% of the customers are satisfied by the labour and spare parts charge, 42% are somewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied and 3% are delighted.

 56% of the customers are receiving the service remainders regularly, where as 44% of the customers are not receiving the service remainders regularly.

 60% of the customers have been informed about the next service schedule where as 40% of the customers are not informed about the next service schedule.

 46% of the customers are satisfied with the overall performance of the workshop 42% are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very dissatisfied.

SUGGESTIONS

 Prompt delivery of the vehicle should be made.

 Top priority must be given to taxes and long distance vehicles then local vehicles.  Facilities like A/C. News papers, Drinking water and weeklies must be provided and

they must be up to the standards in customer waiting room.

 MG Brothers must advertise it self about its service station by having boarding mainly at sales point and at customer waiting room.

 A separate phone must be made available to deal with customers to inform them whether the service station is ready to accept their Vehicles for service

 The organization must appoint persons to deal with the customers in phone and to explain the customers about the job done at the time of delivery.

 Shelter must be their while going through job card.

 The organization must instruct the workers not only to considers the job card they must also go through the vehicle and if they find and things extra jobs to be done them they must inform the owner and they must entire it in job card and then go through the work.

 Labour charges should be decreased  Service reminders should be sent regularly  Billing should be made faster.

CONCLUSION

The overall performance of the services in the workshop is satisfactory to many of the customers. Nothing in the world can be perfect. Some faults are seen in the services though not major ones but some of the problems may give side effect and make cause more trouble in the future. So the problems need to be identified and solved immediately. Some of the main things are as follows.

 Prompt delivery should be made.

 Charges are high and need to be decreased.  The efficiency of workers is to be increased.

 Check list should be maintained so that any other extra jobs that the customers are unaware can be solved.

If the problems identified are solved effectively, then the customer satisfaction level increases on the organization.

M.G. BROTHERS AUTOMOBILES Pvt. Ltd., - NELLORE